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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Our refrigerator stopped working over Memorial Day weekend. As was required by our Master Protection Agreement, we contacted Sears. They dispatched a serviceman on June 4. He ordered parts, but those parts were never received because they are no longer available. We were told that the next step was to go to "Research", where they would look for the parts outside of Sears normal network. Research was supposed to take two weeks. On June 18, after not hearing from Sears, we contacted them and learned that the parts were not available and that we were now being transferred to the "Replacement" department. Replacement was supposed to have a decision within 3-5 business days as to what models of refrigerators Sears would use as a replacement. According to one representative, we were to receive a letter. According to another, we were supposed to receive an email. As it turns out, an email was supposedly sent to us with the decision (according to one representative, that occurred on June 18according to others, it never happened).We have been calling nearly every day since late June in hopes of getting through to someone who could resolve this issue for us. We've asked to be transferred to a supervisor on three separate occasions. On one, we were told there were no supervisors. On the last two, we were told the representative put in for a supervisor callback and that we would receive a call within 24 hours according to one (that was Thursday of last week) and ***** hours according to another (that was on Friday).Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Sears Home Services charged me $700 for a repair that did not work, and they are not refusing to respond to my requests for a refund. On March 1, 2024, a Sears technician came to my condo to repair GE washer-dryer combo. He admitted that he didn't know anything about these machines, but then said that the control board needed to be replaced. After he guaranteed that would resolve the issue and said I would get a refund if the repair didn't work, I agreed to the $700 on parts and technician services.A second technician installed the new parts on Friday, March 15, 2024. After the repair, my washer-dryer was still broken, and I called then Sears to put in a request for a refund. I called Sears Home Services multiple times and connected with 3 customer ******************** representatives. All of them either hung up on or disconnected me without any assistance after I told them I needed to submit a request for a refund. After that, their automated phone system started automatically rerouting my phone calls to automated menus with no option to speak to a person. At one point, I was given the email address ************************************* which I immediately emailed and received no response.I then called from a different phone because I knew my primary phone number was being automatically rerouted. I was on hold for 12 minutes before I got connected to a customer service, who put me on hold after I told her I needed a refund and never returned to the call.On March 18, I was given a different email address ************************************ via the chat function on the Sears Home Services website, and the chat rep said that the previous email address rep I was given was incorrect. I assume I was given an incorrect email address as another means of preventing me from getting a refund. The chat rep also gave me a phone number to call, but that phone number didn't work.This company didn't perform the service they agreed to, charged me $700, and is now refusing to respond to my request for a refund.Initial Complaint
06/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a Kenmore Refrigerator filter #**** from Sears Parts Direct W258939 order number on 05/17/24. The order has been IN PROCESS for over 6weeks with no updates. I cant get in contact with anyone via there 800 number and cant get any type of update via there website and cant cancel the order. My Sears card was used total $72.05 for this order. I simply want a refund and cancellation or the part. The part was initially supposed to arrive on May 23. It is now June 28 I feel like I am the victim of a theft. Order number W258939 Order placed May 17, 2024 | 06:03 Total $72.05 Status IN PROCESS Product image Genuine Kenmore Refrigerator Water Filter (replaces 9930, W10743248)Part ****
Business response
07/18/2024
Transform SR ******* ********** LLC
July 18, 2024
Customer Relations
**********************
*************************** #****
*******, *******; 60611
Reference File # ******** ***************************
Dear BBB Customer Relations;
We have completed the investigation of ****************** complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
Upon investigation, our records showed that the part is on back order from the manufacturer. As per **************** request, the order has been canceled.
We have reviewed his complaint and issued a refund for order W258939 for $72.05 on July 7, 2024, Refund have been issued back to his card ending in 9224. Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided **************** with his requested resolution, we have closed our file on this matter.
We understand that **************** has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,
*************************
Regulatory Complaints Specialist
****************************************Customer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of Transaction: May 16, 2024 Amount of money paid to Sears Home Services: $494.95 Sears Home Services completed a diagnostic check on May 16, 2024, and completed the necessary repairs on our Kenmore Dishwasher on May 28, 2024. I was asked to pay the $494.95 on May 16 when the diagnostic service was completed. Later in the day on May 16, I realized the appliance was still covered by our Master Protection Agreement, which we purchased in July of ********************************* effect until August 30, 2024. I then reached out to Sears Home Services via their Live Chat and then via the customer service number at ************** as well sending several emails to Transformco at ********************************** to inquire about obtaining my refund. The customer service agents have all told me that they have sent escalation requests and that I should receive notification via email regarding my refund. To this day, June 27, 2024, I have received nothing. I have yet to receive my refund or even acknowledgement of any or all the emails I have sent to Transformco at ********************************** as well. Thank you for your help.Business response
07/17/2024
July 17, 2024
Customer Relations
**********************
*********************
*******, *******; 60611
Re: ******** *************************** Archuela
Dear BBB Customer Relations:
This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experienceCustomer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I look forward to Sears addressing my concerns and working toward providing me the $494.95 refund.
Sincerely,
****************************************Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Sears Home Services came to my house on november 30, 2023 to look at a stove. they told me i needed 3 parts and i needed to give them my credit card, which they charged me $619.77 for parts to be ordered and partial labor. i paid them and they ordered the parts. i received three parts, but one was incorrect. i talked to the service guy by phone and he was suppose to order correct part. it never came and they cancelled the service calls and the last part. the service guy was only there on november 30th. i sent the parts back and received a partial refund against my $619.77. despite many emails and phone calls, they do not reply to me. by a the one time they did, they said a part was installed and i would not receive any more of my money back. the service guy, ********************* can tell you that he never returned and i asked for his help, but he has declined. i should be getting an additional $258.12 back. i have to pay $99 for the initial call on 11/30. i have a text from the service guy (*********************) where he agrees that i should be getting that amount back. i believe this is serious fraud by a company that used to stand for service. they do not make it easy to contact them and A and E service company that does the repairs is no better. please help.Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 1, 2024, I had an appointment for a service call booked through Sears Home Repair Services for my washer. After 2 hours, the repairman determined that I needed a new part. He ordered that and I scheduled a follow-up appointment when the part arrived. After returning the 2nd time on May 15, and spending another 2 hours on the machine, he determined the washer could not be fixed so he removed the new part and explained I would be due a refund if $321.11. Well, instead of the normal 3-5 business days, my refund has still not processed after almost 6 weeks!It is almost impossible to reach anyone on the phone. Everything is done online and when I was able to find a phone number connected to a live person, my call was redirected to someone overseas. That has happened twice - still with no resolution.This has been a hugely frustrating experience. I will never use the service again and will definitely not recommend it.Business response
07/18/2024
Transform SR ******* ********** LLC
July 18, 2024
Customer Relations
**********************
*************************** #****
*******, *******;60611
Reference File # ******** *******************************
Dear BBB Customer Relations;
I am writing to inform you of the resolution reached regarding ********************** recent complaint concerning the delay in receiving service for her washer.
First and foremost, I acknowledge the inherent challenges that can occasionally arise in service-oriented industries, such as the need to reschedule appointments due to unforeseen circumstances. Upon receiving ************************ complaint, we promptly investigated the matter with our service unit. We discovered that the technician had ordered an incorrect part. Since the technician took the part with him, ******************** has been provided with a refund of $321.11, which has been issued back to her card ending in 3443. Please note that trip charges are non-refundable.
******************* should be aware that it may take her card issuer anywhere from 1 to 5 business days to post the refund to her account, depending on their policies governing refunds. If she has not received it within that timeframe, she is welcome to email me for further assistance.
As we have provided ******************** with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration ******************** may have experienced during this process. At [Company Name], we hold our customers'satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.
Sincerely,
*************************
Regulatory Complaints SpecialistCustomer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for your assistance!
Sincerely,
*******************************Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 10/04/2023 I contacted Sears Home Services about a repair to my refrigerator. They sent a tech out, I was told the problem and the cost of repair, which I had to pay upfront. I gave him my credit card number and paid. In less than 24 hours, I called SHS back and cancelled the repair. I have been trying ever since to get a refund for the repair that I cancelled. They are refusing.Business response
07/18/2024
Transform SR ******* ********** LLC
July 18, 2024
Customer Relations
**********************
*************************** #****
*******, *******; 60611
Re: # ******** ***************************
Dear BBB Customer Relations;
We have completed the investigation of Ms. ******** complaint regarding the refund for the repairs of her refrigerator.
****************** called the service 24 hours after paying for the parts and labor; however, the order was closed incorrectly and did not generate the refund. A refund of $426.73 has been processed back to her card ending in 3369 on July 17, 2024. Please note that it may take her card issuer anywhere from 1-5 business days to post the refund to her account, depending on their policies governing refunds. If she has not received it within that timeframe,she is welcome to email me for assistance at ****************************************.
With that being said, since we did provide ****************** with her requested resolution, we have closed our file.
We apologize for any problems or frustrations that ****************** may have experienced with Sears. We value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.
Sincerely,
*************************
Regulatory Complaints SpecialistCustomer response
07/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I believe I placed my order with searspartsdirect.com on June 2. Order C034072 for a mower gas tank. I was reassured that part was available when placing order. June 7 received update of status of item being backordered. I contacted customer service to cancel. Representative generated an email of cancellation of order. June 21 receive update email add to the backorder of product being extended. I cancelled, why am I getting updates? I again contact customer service asking that my order be cancelled. *****, the representative I spoke with generated another email of cancellation of my order. I will not do business again with searspartsdirect.com. When attempting to call customer service you have choices in a phone tree. Choose the option that you are calling about an order you have placed you are are informed that a text is sent out and to click that link as to order status. The call is terminated without being able to speak to a customer service person. Call again, choose other option attempting to reach a person. The redundant asking for verification of your physical address and email and phone number during the phone tree prompts and then from the customer service person does not seem to serve a purpose other than take longer to complete a call. I would like to know that my order has indeed been cancelled from Searspartsdirect.com and will not expect to have item shipped to me after backorder is resolved. There is no way to communicate through email. You only have option to call customer service or sales. I will not repeat business with.Business response
07/14/2024
Transform SR ******* ********** LLC
July 14, 2024
Customer Relations
**********************
*************************** #****
*******, *******;60611
Re: # ******** *************************
Dear BBB Customer Relations;
We have thoroughly investigated ********************** complaint regarding the delay in receiving parts ordered through the Sears Parts Direct website. Our Parts Escalations team has determined that the delay was due to an issue with the manufacturer.
The ordered part, shipped under tracking number 1Z1986481230463139, was successfully delivered on June 27, 2024. ******************** subsequently returned the part, and a refund of $119.59 was processed back to his card ending in 0133 on June 27, 2024. Please note that it may take 1-5 business days for his card issuer to post the refund to his account, depending on their policies.
As we have addressed his concerns and processed the refund,we have closed our file on this matter.
We apologize for any inconvenience or frustration ******************** experienced due to this delay. As we have resolved **************** issue to his satisfaction, we consider the matter closed. We value our customers' satisfaction and apologize once again for any issues he encountered. Should you have any further questions, please feel free to contact me at ****************************************************.
Sincerely,
*************************
Regulatory Complaints SpecialistCustomer response
07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I would like to add that I the automation that searspartsdirect/ transformco are attempting to streamline things with makes it near impossible to speak with someone to save time in actually resolving an issue. I am still receiving texts and emails regarding the backorder of the product even though I have received it and returned it with help from ***** at a 346 number on the fifth of July.Sincerely,
*************************Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired them to fix a problem with a Sears refrigerator. Their repairman came on June 6th and told me I needed certain parts which were available to Sears Home Improvement. He insisted on a deposit of $205.34 which I provided by credit card and he made an appointment with me to return on June 14th. He said he was certain that the parts would be sent to me before that date. They were not and I received an email from Sears Home Services rescheduling for June 21st which is today. I had tried to contact them by telephone and succeeded, (I had already telephoned them and spoken to a robot which did not allow transfer calls to a human and which had told me that the parts had not been shipped). The human I spoke to said that they had been shipped and that I would received them prior to June 21st. The telephone number on which I spoke to the human has since been disconnected, and all of their numbers, which have not been disconnected, connect only to the same robot.The only option which would make me whole is to receive the parts and a ******* to install them. This appears to be a fly-by-night operation which probably doesn't even have access to the parts. That being the case I would only accept a repairman with the parts arriving at my house by Friday, June 28th, so that I can successfully reverse the payment I made to them if they do not make the repair.Business response
07/10/2024
See AttachedInitial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mar 14th Scheduled a visit to repair my stove. I was told I had to prepay. My fiance used his cc (***********************************) paid ******. They were to return on May 25th They did not May 26th request refund - no response May 28 posted on FB a response they would look into it May 29 June 1 June 3 and June 17reached out no responseBusiness response
07/10/2024
July 10, 2024
Customer Relations
**********************
*********************
*******, *******; 60611
Re: ******** *******************************
Dear BBB Customer Relations:
This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
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6,572 total complaints in the last 3 years.
2,143 complaints closed in the last 12 months.